Overview:
As Manager of the Schedule Optimization Department, you will oversee a team dedicated to ensuring provider schedules are accurate, efficient, and aligned with organizational priorities across all DCA offices. You will manage the full lifecycle of scheduling support — from incoming tickets and provider schedule changes to Denticon training and online scheduling integrations. A key part of this role is working hand-in-hand with the Senior Director of Schedule Optimization to translate strategic goals into tactical execution, driving measurable improvements in provider productivity, patient access, and operational consistency.

Responsibilities:

• Provide daily leadership to the Schedule Optimization Team (Specialists and Special Projects).
• Oversee all scheduling-related tickets, including provider time off, template adjustments, shift swaps, schedule changes, forms, and letters.
• Establish processes for ticket turnaround times and ensure compliance.
• Regularly review ticket volume and trends using Fresh Service reporting to proactively identify opportunities for improvement.
• Standardize ticket resolution processes and create documentation to ensure consistency across all offices.

System Ownership & Integrations

• Manage and oversee online scheduling platforms (Website, Zocdoc, Jarvis, and API integrations).
• Partner with IT, vendors, and office teams to ensure seamless patient booking experiences and accurate system integration.
• Lead Denticon and Cloud 9 conversions, ensuring provider setup, scheduling templates, and guidelines are fully implemented.
• Maintain ownership of Denticon functionality related to scheduling: QuickFill, Call List, template guidelines, production types, forms, letters, and user views.
• Oversee scheduling processes for office closures and ensure patient appointments are properly managed and transitioned.

Training & Development

• Deliver Denticon and scheduling best practice training for office managers, schedulers, and providers.
• Partner with the Training Department to design onboarding programs for new hires.
• Develop, maintain, and deliver training materials, including LMS modules, videos, and live sessions.
• Conduct refresher training and provide follow-up support to ensure scheduling best practices are adopted and sustained.
• Coach team members to strengthen their technical and communication skills, enabling them to better support practices.

Qualifications:

• Dental experience required, with scheduling operations and management of patient flow strongly preferred.
• Direct knowledge and hands-on experience with Denticon.
• Exceptional communication skills, both written and verbal, with ability to engage effectively at all levels of the organization
• Skilled in process improvement, standardization, and training program development.
• Ability to think outside the box and strategize, using data insights to drive decision-making
• Highly detail-oriented, able to spot and resolve inefficiencies quickly

• Provide daily leadership to the Schedule Optimization Team (Specialists and Special Projects).
• Oversee all scheduling-related tickets, including provider time off, template adjustments, shift swaps, schedule changes, forms, and letters.
• Establish processes for ticket turnaround times and ensure compliance.
• Regularly review ticket volume and trends using Fresh Service reporting to proactively identify opportunities for improvement.
• Standardize ticket resolution processes and create documentation to ensure consistency across all offices